Manager, Service Delivery Manager

8 months ago

Montréal, Canada Avanade Full time

Job Description

As a Service Delivery Manager, you are responsible for managing the day-to-day activities of the service delivery team and the overall performance and growth of your assigned portfolio. You will have the opportunity to work with multi-disciplinary global teams (Capabilities/Service offering sales and technology lead) to define and implement delivery strategy and operation for high valued global clients.

Overseeing a team of technical and non-technical team, the service delivery manager is responsible for driving Avanade’s offerings to target clients, supporting long-term health of the account portfolio while maintaining high levels of both client and team satisfaction to meet the performance measures.

You will be working directly with a client (globally) to drive portfolio delivery growth in close partnership with the sales organization to drive Avanade’s offerings. Overall, you must also partner with various Talent Community leads to focus on resource and skill needs, both present and future, to ensure the organization is ready for and adapting to market changes.

**Within a collaborative environment, you will**:

- Define strategy and execute on multiple workstreams for various high value client portfolio globally
- Adhere to Avanade delivery framework
- Manage effective delivery of work to client and call out any concerns and gap earlier for leadership awareness and quick resolution
- Support business development through all stages of the deal pursuit process, including multiyear renewals
- Embrace existing shared services capabilities within the global team and leverage peer groups for delivery excellence
- Partner with leaders to support the hiring, staffing, skills forecasting and career development of the team members
- Manage budget against assigned Area/Region delivery metrics; provide analysis to support variances
- Support decisions on investments to help grow the team’s offerings and practices
- Manage the escalation process for portfolio projects to maintain effective delivery operations and project outcomes
- Provide added value to clients and internal stakeholders by identifying and implementing process changes and solution enhancements
- Mentor and guide global teams on a day-to-day basis for effective delivery

**Your technical and non-technical skills may include**:

- Proven track record leading Data Warehouse projects preferred
- Understand Application delivery methodologies and processes
- Motivated to work with new cutting-edge technologies and solutions
- Passionate about delivery excellence and becoming a delivery leader
- Intentional efforts to remain familiar with industry trends, best practices that will empower you to improve and innovate on our existing solutions
- Enabling new technology adoption in the latest, coolest, cutting edge tech
- Develop and grow long term, high value client relationships
- Enthusiasm for providing outstanding client experiences and present yourself in highly competent manner
- Ability to effectively team with peers in large, matrixed organizations
- Excellent communication skills, especially strong influencing, and negotiation capabilities
- Able to work with ITSM Tools, such as, ServiceNow, JIRA, Remedy

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